Troubleshooting
This chapter provides a list of common problems encountered while installing, configuring or
administering the RF500S. In the event you are unable to resolve your problem, refer to the Service, Warranty and Technical Support chapter of this User Guide for information about contacting our Technical Support representatives.
Common Problems
Problem #1
My computer can’t detect my RouteFinder on the LAN when I start one of the RouteFinder Utilities (i.e. Device Not Found).
• Try pressing the Refresh Device List button.
• Unplug your network device and plug it back in, then press Refresh Device List.
• Ensure your computer has TCP/IP properly configured. You can check this by trying to “ping” the computer you are using. If you can successfully ping the computer from itself, the computer has TCP/IP correctly installed. Once you determine that you are able to ping the computer, try to ping another computer in the same segment of your network. If this ping is successful, your computer is properly connected to the network.
• Remove the TCP/IP Dial-up Adapter from your computer. For instructions, see Problem #2 in this section.
• Ensure your network device is properly connected to your Ethernet hub by pressing Refresh
Device List in either RouteFinder Manager or RouteFinder Monitor. If your RouteFinder is
correctly connected, the WAN indicator light on your RouteFinder will flash. If no flash occurs, it is not properly connected to the network. Reconnect your network device to the hub and try again. If there is still no flash, it is possible the Ethernet cable or hub has a problem.
Problem #2
Other computers can connect to the network device, but my computer can’t.
Whenever I click on Internet Explorer or Netscape, I see the Windows Dial-up utility popping up on my screen asking for my phone number and password to dial-up my ISP.
• Remove the TCP/IP dial-up adapter from all computers that will be using your RouteFinder to access the Internet. TCP/IP dial-up adapter is not needed to use the RF500S to connect to the Internet.
1. To remove the Dial-up Adapter, click Start | Settings | Control Panel. 2. Double-click the Network icon.
3. Click the Dial-up Adapter and press Remove. Restart the computer and try again.
• Ensure you have a correct IP address. From a DOS window in Windows 95/98, type winipcfg. From Windows NT, type ipconfig. If the address field is listed as 0.0.0.0, the computer does not have an IP address and you must ensure the automatic DHCP configuration has been correctly set up for this computer.
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RouteFinder RF500S User Guide Problem #3
The RouteFinder is connected to the Cable/DSL, but has problems accessing the Internet.
• Ensure the workstation has TCP/IP properly configured. • Attempt to ping the IP address of the RF500S.
• Use RouteFinder Monitor to see if the WAN Ethernet port has successfully acquired a dynamic IP address from the ISP, or if the static IP address is valid.
• Use Winipcfg (Windows 95/98) or ipconfig (Windows NT/ 2000) to check to see if the computer’s IP settings are correct.
• Ensure the DNS settings are correct.
• Ensure the Gateway IP address is the device’s LAN Ethernet IP address (Server IP address). • Ensure the IP address netmask is correct.
Problem #4
When I install the RouteFinder Utilities, I get the error message “missed export file oleaut32.dll”
If you are using Windows 95/98, your computer has an old version of oleaut32.dll. • Download the newest version of oleaut32.dll from the Microsoft web site (http://
www.microsoft.com).
• Create a backup of the file c:\windows\system\oleaut32.dll. • Copy the new file to c:\windows\system\oleaut32.dll.
• After you have successfully copied the file, reinstall the RouteFinder Utilities. • If you have problems with the new oleaut.dll file, use the backup file.
Problem #5
I configured my RouteFinder but I can’t get it to communicate with my modem.
• Check your initialization string. If you are using an ISDN TA and your ISDN TA was not listed as a choice in Setup Wizard, refer to the ISDN TA User Guide for the appropriate initialization string. • After ensuring that the initialization string is correct, use the on-line help in RouteFinder Monitor.
Problem #6
My RouteFinder dials-up a connection, but can’t seem to communication with the ISP.
• Verify that your baudrate is not set too high for your modem or ISDN TA. The maximum baudrate that your modem or ISDN claims it can achieve may not be attainable due to poor line or
connection quality. Use RouteFinder Manager’s Modem settings menu to correct set the baudrate to a lower rate and retry the connection.
• After lowering the baudrate, you are still not able to establish a connection, use the RouteFinder Monitor’s on-line help. If your connection still doesn’t work, contact your ISP.
Problem #7
Sometimes when I try and use the Internet or get my mail, the application can’t connect to the Internet immediately.
• The most common reason for this is not due to a problem or error. If you are the first person to make a connection to the Internet through the RF500S, there will be a delay when the Dial-On- Demand function automatically makes the connection and logs on to your ISP. Subsequent users will be able to use the connection you’ve established without a delay.
• If the scenario described above does not fit your situation, use RouteFinder monitor to view all events that are taking place between the modem and your ISP as you attempt to make a connection (e.g., a busy signal).
Problem #8
After installing my RF500S, my modem connection seems to be slower.
• The RouteFinder device should have no effect on the modem speed. However, if more than one client is using the same modem through the RouteFinder, the speed will be reduced.
• Run RouteFinder Monitor to view the number of concurrent client connections to your ISP.
Problem #9
While the Serial async port is in use, my RF500S keeps dialing a connection to the Internet, but no one is using the Internet.
• The RF500S will only dial the connection if there is a request from one of the computers on the LAN for an IP address on the Internet. Keep in mind that certain applications can be configured to request information from the Internet. For example, Microsoft Outlook can be set up to “check for new mail every x minutes”. If this feature is enabled, Outlook will send a request for your Internet POP3 server which will cause your RF500S to dial-up your ISP. To determine which computer on your network is processing a request for an Internet connection, use the RouteFinder Monitor. The event messages will provide information about which computer is causing the RF500S to dial and which service (port#) the computer is requesting.
Problem #10
The “Please set the Device IP” screen displays when configuring the RF500S.
• This system detects that the RouteFinder’s LAN Ethernet IP address is not in the same subnet as the PCs. Use RouteFinder Manager to set the RouteFinders’ IP address to the same network as your PC’s.
Problem #11
A message appears indicating the IP address you have inputted is either not valid on your network or is in conflict with another IP address.
• The manager has detected the IP address of the RF500S you are configuring is in conflict with another device. Power off the conflicting device and configure the RF500S using a different Ethernet LAN IP address.